Role Overview
We are seeking an experienced Client Success Manager (Mandarin / English) to lead client relationships and ensure the successful delivery of language, data, and operational programs supporting Mandarin-speaking markets.
In this role, you will serve as the strategic liaison between clients and internal operational teams, ensuring client objectives are translated into scalable execution plans while maintaining exceptional service quality. You will proactively manage client relationships, oversee project health, identify opportunities for growth, and collaborate cross-functionally to deliver successful outcomes.
The ideal candidate combines strong client success, account management, and operational leadership experience with outstanding communication skills and a passion for delivering exceptional customer experiences.
Key Responsibilities
- Serve as the primary relationship manager for assigned clients throughout the project lifecycle.
- Build trusted partnerships by understanding client goals, priorities, and business requirements.
- Lead client onboarding, implementation, project launches, and ongoing success initiatives.
- Coordinate project requirements, milestones, deliverables, and timelines across multiple operational teams.
- Monitor project performance, service levels, quality metrics, turnaround times, and overall client satisfaction.
- Collaborate with Operations, Quality, Recruitment, Product, and Engineering teams to ensure successful program execution.
- Facilitate regular business reviews, operational updates, and performance discussions with clients.
- Identify potential risks, proactively resolve issues, and manage escalations through effective stakeholder communication.
- Drive client retention by delivering consistent value and identifying opportunities for program expansion.
- Maintain accurate documentation, reporting, forecasting, and account health metrics.
- Recommend process improvements that enhance operational efficiency and elevate the client experience.
Required Experience
- 3+ years of experience in Client Success, Customer Success, Account Management, Program Management, or Operations Management.
- Experience managing enterprise or strategic client relationships.
- Experience supporting multilingual operations, BPO environments, data annotation, content operations, AI data services, or technology programs.
- Experience managing distributed or remote operational teams.
- Strong understanding of KPI management, service delivery, and operational performance metrics.
- Experience working in fast-paced, client-facing environments.
- Workforce planning, forecasting, and project delivery experience is highly preferred.
Required Skills
- Professional proficiency in Mandarin Chinese and English, both written and verbal.
- Excellent client relationship management and stakeholder communication skills.
- Strong presentation, negotiation, and problem-solving abilities.
- Exceptional organizational and project coordination skills.
- Ability to balance multiple client engagements and competing priorities.
- Strong analytical mindset with the ability to translate business requirements into operational solutions.
- Experience using CRM platforms, project management tools, and reporting systems.
- High attention to detail with a commitment to delivering exceptional client experiences.
Education / Expertise
Candidates with educational background or professional experience in one or more of the following areas are encouraged to apply:
- Business Administration
- Customer Success
- Client Services
- Operations Management
- Project Management
- Account Management
- Business Management
- Data Operations
- Technology or Information Systems
- Communications
- International Business
Equivalent professional experience may also be considered.
You'll Excel in This Role If You
- Enjoy building long-term client partnerships.
- Thrive in fast-paced, high-growth environments.
- Are passionate about delivering outstanding customer experiences.
- Can effectively manage both strategic discussions and day-to-day execution.
- Communicate confidently with executive stakeholders and cross-functional teams.
- Are proactive, resourceful, and solutions-oriented.
- Continuously seek opportunities to improve operational efficiency and client satisfaction.
- Take ownership of client outcomes and maintain a high standard of professionalism.
How to Apply
Interested candidates may submit their application to recruitment@agentsonly.com. Only shortlisted candidates will be contacted.
Equal Opportunity
Agents Only Technologies Inc. is committed to fostering an inclusive and diverse global community. We welcome talented individuals from a wide range of backgrounds, experiences, and perspectives. Opportunities are made available based on qualifications, skills, experience, and business needs, with the goal of building a collaborative environment where contributors can learn, grow, and succeed together.
